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Leave a customer review
Horrible horrible! AT&T has a horrible system in place for reporting fraud! You cannot speak to a live person regarding the claims and no one responds after submitting a claim online. Speaking to the customer service Dept is like speaking to deaf ears! Apparently I spoke to a “supervisor” in the billing Dept his name was Marvin and did not attempt to assist in my billing issue whatsoever! I asked him to speak to his Supervisor and after arguing with me he told me he is transferring me to customer service. Mind you at this point i have been on the phone with AT&T for
45 minutes! Marvin told me his supervisor would also decline a refund. I was transferred to customer service Dept and the representative kept saying hello? Hello? Like he couldn’t hear me… seriously??? 45 minutes on the phone and no one else had an issue hearing me! He then hung up on me. I have been being autodrafted money from my checking acct. every month since 2021 for an apparent unauthorized re-activation of a mobile hot spot device. Even after telling at&t in May this was unauthorized and this device or service needed to be deactivated immediately at&t continued to autodraft money from my checking account for 2 more months! I have contacted at&t 6 TIMES since May and were told today that I will NOT be refunded any of the money taken from me!
Horrible horrible customer service/supervisors you have.
formerlyknownas
ACE - Sage
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113.5K Messages
2 months ago
How is this fraud?
What do you mean by "apparent unauthorized re-activation of a mobile hot spot device" ?
Hot spots (or it's billing) don't get reactivated by magic. If it was a device that you had on your plan and you suspended it, that's not the same as canceling and suspension would be limited to 6 months. (180 days) After 6 months, service and charges would resume.
Is there a phone line for the hotspot still on your account? Yes? Then you should have called AT&T in 2021 and ask them to cancel the phone line related to the hotspot.
No? What type of service was this? Prepaid?
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bizzyemom
3 Messages
2 months ago
Yes this was a hot spot device that was a prepaid account that auto-drafted each month. I have called several
times and should at least be five a refund for June and July as I called in May and AT&T still charged me. I’ve asked for this account to be completely deactivated…gone… done… and was told yesterday it will be deactivated in October. Why October??? I want this gone!
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ATTHelp
Community Support
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225.7K Messages
2 months ago
Hi @bizzyemom, Let’s get the help you need.
Please reach out to our prepaid customer service team at 800-901-9878 to deactivate the services for your hotspot device.
Feel free to get in touch with us if you have any questions.
Thank you for contacting AT&T Community & Forums!
Antony, Community Specialist
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MicCheck
ACE - Expert
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13.7K Messages
2 months ago
Prepaid service is self-managed. If you no longer want the service, you simply stop paying. In your case, that means stopping the automatic payments.
There are no refunds for prepaid services.
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bizzyemom
3 Messages
2 months ago
I have called customer service several times to get this deactivated and it still has not been done. As of yesterday I was told it will be deactivated in October. I don’t understand why this is so difficult. I’m so frustrated.
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formerlyknownas
ACE - Sage
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113.5K Messages
2 months ago
The term deactivated does not work. It does not compute. You want to stop paying for and cancel service on the phone line related to the hotspot device.
FYI prepaid services do not have a penalty for stopping payments.
And as @MicCheck wrote, prepaid is self-managed service. You should know how to log into your prepaid account and turn off auto refill.
If you are unable to log into your prepaid account, that is something you could have asked AT&T prepaid support to help you with.
Prepaid does not refund.
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MicCheck
ACE - Expert
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13.7K Messages
2 months ago
Because you're not doing it correctly.
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